Desktop Support Engineers

Job Summary

CSIS (Computer Support & Information Systems) is the IT group responsible for managing all College of Fine Arts IT resources, consisting of 8+ diverse departments and auxiliary units. The IT Specialist will be called upon to work as an integral part of the CSIS team to provide best‑in‑class, holistic IT services throughout a dynamic arts‑based enterprise. The individual will act as a professional and courteous tier‑1 / tier‑2 help‑desk support resource and customer champion for all College of Fine Arts customers (faculty, staff, & students).

• Provide first‑level contact and problem resolution for incoming phone calls, emails, and walk‑in support requests.
• Troubleshoot and support a diverse set of software, ranging from email and office suites to advanced audio/video, multimedia, imaging, and production tools across the enterprise.
• Efficiently diagnose and resolve software, hardware, and network connectivity issues for laptops, desktops, tablets, phones, etc.
• Provide accurate and timely ticketing of support cases and resolutions.
• Act as liaison between customers, CSIS support staff, and central campus IT to ensure accurate problem interpretation and resolution.
• Coordinate and facilitate the deployment of new computing hardware and software to CFA faculty and staff.
• Migrate user data safely from old customer systems to new computers (generally 50+ machines per year).
• Act as a customer liaison for Apple Service Center and other repair vendors for all hardware repair warranty and replacement services.
• Facilitate and inventory end‑of‑life hardware and asset transfer to university surplus.
• Maintain records of hardware, software licenses, peripherals, and inventory assignments of CFA computing assets.
• Generate outstanding internal and external support documentation, tutorials, guides, and trouble tickets.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).

Desktop Support Engineer, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience.

A strong candidate will have the following:

• Bachelor’s degree in related information technology area, or equivalency of at least 2 years of experience in the field or related area.
• Strong and professional communication skills with the ability to work very closely, openly, and effectively within a team.
• Excellent customer support skills and demonstrated verbal and written communication skills.
• Strong organization and time‑management skills and the ability to work autonomously while juggling many tasks simultaneously.
• Strong problem‑solving and analysis skills to analyze support interconnections and to learn new skills quickly.
• Comprehensive Apple macOS and iOS support, installation, and troubleshooting experience.
• Advanced application knowledge of Adobe Creative Cloud, Apple, and Microsoft Office software products including content creation suites, communication tools, etc.
• Ability to perform physical activities such as lifting, bending, and performing repetitive desk work tasks.
• Ability to travel on and off campus for field support.

Preference will be given to candidates who have the following:

• 4+ years of professional experience in desktop hardware and software support.
• Advanced macOS and applications support skills.
• Proficient macOS command‑line skills.
• Proficient with iOS support and troubleshooting.
• Experience managing devices with an MDM such as Jamf Pro.
• Proficient Windows operating‑system support skills (Windows 10).
• Proficient with networking foundations including TCP/IP, DNS, and exposure to WAN/LAN fundamentals, VLANs, Wi‑Fi, etc.
• A+ / Apple Certified Mac Technician (ACMT) / ACiT.

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